ODEON #goodcustomerservice

However, I have to say that I have been pleasantly surprised by the response – from the Odeon – to my blog.

The other day I received this email:

Dear Mrs Hall,

Firstly, I would like to introduce myself. My name is XXXXXXX and I amthe new XXXXXXXX at the ODEON in Colchester. I have been informed ofa situation which occurred at the cinema when you and your family came towatch Despicable Me 3D, and although this is my first week in the job, Ifelt it necessary to write to you about your experience.

During my time within the cinema industry I believe that the most importantthing is people. Whether it be guests or my team, they both come first.Therefore, I carried out a search online to find out what our gueststhought of the cinema and their experiences. I came across your blog andafter reading it felt you were completely right in what you were saying.

Although the toy does come as part of the Filmfeast package and cannot besold separately, as a gesture of goodwill I would of asked my team to givethe toy to your son given the amount you spent within the cinema. This issomething which I have already discussed with the team here.

Please accept my sincerest apologies for your visit which I agree was notup to the expected standards. If you have any further issues please do nothesitate to contact me on this e-mail address or in the cinema.

If you would like to forward me your postal address I would very much liketo offer you and your family complimentary tickets for a return visit tothe cinema.

What a lovely email. You know what I liked best about it? I liked the fact that he had taken the time to google and see if there were any good or bad comments being made about his new branch, the fact that after finding my blog he then obviously went away and looked up my customer record to find my email address and then took the time to sit and write me a very lovely email.

Top bloke.

So my faith in humanity (a little strong?) and indeed good customer service is now restored!

It’s not good enough. Staff training would have prevented this crap and you wouldnt have had to deal with all this. A waste of your time, the manager, her staff’s and everybody else’s time. If it had been me behind the counter I would have handed you an extra toy in a heart beat. I don’t know who’s more to blame, the idiots behind the counter or the middle management who might have encouraged this type of customer service. Greed and incompetence pure and simple, welcome to the amazing world of 2013.